This paper focuses on customer and user experience of advanced service offerings, focusing mechanisms such as e.g. feedback processes as a means to utilise and learn from users’ experiences. The purpose is to understand how servitization changes the constellation of actors in aftermarket value creation, and what mechanisms are needed for firms to exploit the interactions in these new constellation as a basis for service improvement and development. By studying two manufacturing firms offering advanced services, this paper points to changed actor configurations (both intra- and inter-organisational) and interaction mechanisms (existing and new) when transitioning to offering more advanced services such as “services supporting customers”.
|Title of host publication||Proceedings of 27th Annual RESER Conference, 2017 : The Crucial Role of Services in Business and Cities Competitiveness|
|Editors||Estibaliz Hernandez, David Sanchez, Saioa Arando|
|Place of Publication||Bilbao|
|Publication status||Published - 2017|
|Event||27th Annual European Association for Research on Services Conference. RESER 2017: The Crucial Role of Wervices in Business and Cities Competitiveness - Congress Center Euskalduna, Bilbao, Spain|
Duration: 7 Sep 2017 → 9 Sep 2017
Conference number: 27
|Conference||27th Annual European Association for Research on Services Conference. RESER 2017|
|Location||Congress Center Euskalduna|
|Period||07/09/2017 → 09/09/2017|
Gremyr, I., Halldorsson, A., & Hsuan, J. (2017). Services Supporting the Customer: Actor Constellations and Interaction Mechanisms . In E. Hernandez, D. Sanchez, & S. Arando (Eds.), Proceedings of 27th Annual RESER Conference, 2017: The Crucial Role of Services in Business and Cities Competitiveness (pp. 629-646). Bilbao: Mondragon Unibertsitatea.